Assistant Director of Infoline

Human Rights Commission; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

The Commission on Human Rights in New York City seeks a Customer Service/Intake professional to join its Infoline team as Assistant Director. You will oversee high-volume intake operations, supervise staff backups, and drive data-driven improvements across outreach and reporting functions.

You will compile and analyze reports, manage scheduling for outreach events, and support the OCRE database with training and process enhancements, ensuring accessible and respectful service for all New Yorkers.

Qualifications

• Bachelor’s degree and two years in community work or related duties.
• High school diploma and six years in community work or related duties.
• Equivalency with at least one year of experience as described above.

Responsibilities

• Oversee Infoline operations to ensure high quality service to New Yorkers seeking assistance.
• Act as backup supervisor for Infoline staff and support the Director of Infoline.
• Communicate with New Yorkers, organizations, and departments by email, phone and in person.
• Create and maintain reports/queries in a database using SQL terms and perform batch updates.
• Support outreach by analyzing reports and managing outreach calendar.
• Assist attorneys and staff by maintaining continuity in the OCRE database and training users.
• Organize trainings and liaise with community organizations to improve service.
• Perform complex Pre-Complaint Interventions and draft complaints.
• Maintain staff meetings and represent Infoline at inter-departmental meetings.
• Create/update training materials and participate in OCRE activities.
• Organize digital/paper filing; ensure accurate fast data entry.
• Provide scheduling and administrative support to senior leaders as needed.

Skills

Supervising call center

Call center metrics

Diverse communities relations

Organized / independent

Attention to detail

Oral and written communication

People skills / leadership

Accessible, respectful service

Read and understand laws

Microsoft Office proficiency

Fluency in another language

Education

Bachelor’s degree + 2 years community work

High school diploma + 6 years community work

Equivalent combination with required experience

Tools

Microsoft Office

Job description

The Commission on Human Rights (the “Commission”) is the City agency charged with enforcing the New York City Human Rights Law (“City Human Rights Law”), one of the most expansive civil rights laws in the nation, prohibiting discrimination in housing, employment, and public accommodations. The Commission investigates, litigates, and adjudicates claims of discrimination brought by the public. Where the Commission finds unlawful discrimination, harassment, and retaliation have occurred, it obtains compensation to victims, orders companies to take corrective action, and can assess civil penalties. The Commission also engages in training and education to ensure New Yorkers understand their rights and responsibilities under City law. OCRE is seeking an experienced Customer Service/Intake Professional to serve as Assistant Director of Infoline.

Job Description

• Ensure high-quality services for New Yorkers who seek assistance via the Commission’s Infoline and Intake units by instituting data-driven improvements and otherwise enhancing operations.
• Act as a backup supervisor/manager for Infoline staff, supporting Director of Infoline.
• Communicate effectively and efficiently with New Yorkers seeking information or services, community-based organizations, across departments, and with coworkers and supervisors by email, phone and in person.
• Serve agency’s reporting needs by creating and maintaining reports and queries in a database using common SQL terms; troubleshoot query-building and be responsible for batch-updates to the system.
• Support the agency’s outreach and planning efforts by providing analysis of periodic and ad-hoc reports using basic graphing tools, as well as managing scheduling for outreach events and the outreach calendar.
• Support attorneys and staff by helping to maintain continuity within the OCRE database by identifying issues, backfilling or correcting entries and developing training techniques to address user deficiencies.
• Work with Infoline Director to organize small in-house trainings and develop contacts with community-based organizations to improve service to New Yorkers seeking information on discrimination.
• Perform complex and emergency Pre-Complaint Interventions.
• Draft complaints.
• Juggle short and long-term assignments in fast-paced environment to meet deadlines.
• Organize staff meetings; represent Infoline and Intake at inter-departmental meetings.
• Create and update training and process materials and participate in training programs, conferences, and other OCRE activities as requested.
• Organize, create and maintain digital and paper filing system.
• Deliver meticulous data entry at a fast pace and check own work for accuracy.
• Provide support and assistance to Infoline Director, OCRE Assistant Commissioner, and OCRE Deputy Commissioner, including scheduling meetings, answering or directing email, directing calls and other administrative tasks as needed.
• Performs all duties as needed to advance the work of OCRE and all other duties as assigned.

SUPERVISING HUMAN RIGHTS SPECI - 55037

Minimum Qualifications

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

Preferred Skills

• Demonstrated experience supervising or managing a high-volume call center, hotline, customer service or similar public facing operation.
• Experience monitoring call center performance metrics, including call volume, wait times, abandonment rates, response times, staffing levels, and other key performance indicators.
• Strong relationships with organizations and groups serving diverse communities in the City and experience working with some of the following people and communities: immigrants people of color people with limited English proficiency people living with HIV/AIDS lesbian, gay, bisexual and/or transgender people people with disabilities people with accommodations issues related to pregnancy, disability or religion and people with criminal or arrest histories.
• Must be well-organized, assertive, and able to work independently and collaboratively.
• Strong work ethic.
• Excellent attention to detail and organizational skills.
• Strong oral and written communication skills.
• Strong people skills and leadership skills.
• Demonstrated commitment to providing accessible, respectful, and culturally responsive service to diverse communities.
• Familiarity with the NYCHRL.
• Fluency in a language other than English, preferably one common in New York City.
• Four years of satisfactory full- time experience in one of the following sectors: intergroup relations community relations civil rights law enforcement block or tenant organizing investigations related to law enforcement labor or industrial relations education social work or law.
• Ability to read and understand laws, rules and regulations.
• High proficiency in Microsoft Office programs.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.